CHAMP Session

Interactive Learning Session with the Teaching Quality Team

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 Objectives
• Be more mindful of the Teaching Quality
Standards.

• AVOID having any complaints in your

classes in the future.

• Apply the things that you’ve learned

in this session in your classes.
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Let’s START with a GAME!

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Student Complaints At a Glance
• Pronunciation • Didn’t Open Video
• Teaching Skills • Lesson Memo
• Attitude • T absent with LM
• Teacher Absent • S absent with LM
• Late or Leave • Unqualified LM
Early • Network and
• Surroundings Equipment

4
 Student Complaints
All complaints
are categorized
according to the
gravity of the
offense.

5
Low Level
Complaints
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 Low Level Complaints
Category 1
and Category 2
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Types of Low Level Complaints
Category 1
• Teaching Skills • Lesson Memo Content
• Attitude • Teacher Absent
• Pronunciation • Network and
Equipment
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Teaching Skills

• Lesson Material Completion

• Error Correction
• Grading Language

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Attitude
• Preparedness
• Engagement
• Enthusiasm
• Briefly Distracted/Dead Air
• Impatient

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Pronunciation
• Strong Local
Intonation
• Inaccurate Key
word
Pronunciation

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Lesson Memo Content
• Blank or “N/A”
on Syntax and/or
Grammar
• Inaccurate
Information

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Teacher Absent
• Unplanned events
• Not informing ahead of
the lesson time.
• No power back up and
internet back up.

*Open slots that you can certainly accommodate.

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Network and Equipment
• Intermittent
Connection
• Unstable AC due to
High CPU Usage.
• Equipment Issues

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 Quality Intervention
• Complaint Notice
and Quality
Reminder sent via
Email.

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 Types of Low Level Complaints
Category 2
• Late or Leave Early
• Noisy Background

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 Quality Intervention
• First or Second
Warning sent via
Email

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High Level
Complaints
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Types of High Level Complaints
according to Sanctions
• High Level Complaints
with Monetary Penalty
• High Level Complaints
without Monetary
Penalty
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High Level Complaints with
Monetary Penalty
• Teacher Absent with Lesson Memo
• Student Absent with Lesson Memo
• Unqualified Lesson Memo (less
than 15 minutes class)
• Time Management (less than 20
minutes class) *No Lesson Fee

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High Level Complaints without
Monetary Penalty
• Multiple Teaching Skills Complaints
• Multiple Noisy Background Complaints
• Multiple Late and Leave Early
Complaints
• Multiple Time Management Complaints
• Unacceptable Background
• Lesson Memo with Unprofessional
Content
• Unprofessional Attitude
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 High Level Complaints-
Unprofessional Attitude
• Using mobile phone
• Talking to someone else
• Introducing others
• Leaving the student unattended
• Bad professional appearance
• Cancelling classes directly with the student
• Confronting the student in any form about
their attitude or complaints
• Becoming hostile in actions and in words
• Conducting lessons in an unacceptable
environment
• Inappropriately marking the student absent 51talk Proprietary and Confidential
Incomplete Lessons
 1-14 Minute-Class Duration
 Unqualified Lesson Memo
 Penalty
 15-19 Minute-Class Duration
 Time Management
 No Lesson Fee
 20-24 Minute-Class Duration
 Attendance
 Low Level Category 1
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 Quality Intervention
• Voice Coaching
• Final Warning with
60 Days Cleansing
Period
• Penalty/No Penalty

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 Multiple Offenses
• Multiple Low Level Complaints Final Warning w/ 60
Days Cleansing Period

• Multiple High Level Complaints Final Warning w/ 15

days Suspension and 60
Days Cleansing Period

• Multiple Level Complaints

SA Deliberation
• Repeat Multiple (Prohibited Page)
High Level Complaints SA Cancellation

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 Page
Prohibition
Reasons
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Reasons for Page Prohibition
• Failure to Respond to Coaching
Invitation.
• Incurring any Lesson Memo-
Related Complaints.
• Incurring offenses under ZTP list.
• Valid Offenses Escalated by
other departments.

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 ZERO
Tolerance
Policy
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 Zero Tolerance Policy
Intervention
• Page Prohibition (Auto
lock)
• SA Deliberation
• SA Cancellation
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 Zero Tolerance Policy
1. Unauthorized Lesson Substitution
2. Conducting Private Lessons
3. Divulging Company Business Practices
4. Asking for money from students
5. AWOL/ No notification
6. Drinking alcohol, eating, smoking
7. Leaving the student unattended
8. Sleeping during the lesson
9. Abuse, harassment or discrimination towards
students/teachers/admin
10. Retaining customer’s information and
communicating with the student in a personal
capacity
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Let’s Review !!

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I can hear my student but she’s not switching
her camera on. What should I do?

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My student is shouting and isn’t paying attention to me.
What should I do?

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What’s going to happen if I posted a lesson memo for a student who was
absent?

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What if the student came in at the 14th minute, what should I do?

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 Let’s Wrap Things up !!
• Be CONSISTENT

• Let’s try to: C – HANGE

H – ABITS
A – ATTITUDE
M – INDSET
P - ERFORMANCE

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